Heavenly Getaways Refund Policy
This Refund Policy applies to bookings made through Heavenly Getaways for vacation rentals, homes, and related stays. We strive to provide a seamless and enjoyable experience for both guests and property owners (hosts). Cancellations and refunds are primarily governed by the hosts and platform owner.
Guest Cancellations
- Full refund if cancelled at least 7 days before check-in.
- Service fees may be refundable or non-refundable depending on the timing.
- To cancel, go to your booking details and follow the cancellation process. Refunds are processed to your original payment method.
Host Cancellations
- If a host cancels your confirmed booking before check-in, you will receive a full refund of all amounts paid, including commission and tax fees – transfer fees are non-refunded.
- We will assist you in finding a comparable alternative property, subject to availability and pricing.
- Hosts who cancel may face penalties to protect guest trust in our platform.
Travel Issues and Rebooking Assistance
If your stay is disrupted by a significant issue (e.g., the property is not as described, inaccessible, unsafe, unclean, or missing key amenities), you may be eligible for a partial or full refund, rebooking assistance, or alternative accommodations at our discretion.
- Report the issue as soon as possible (ideally within 72 hours of discovery) with supporting evidence (photos, descriptions).
- We may require you to first attempt resolution with the host.
- Refunds or assistance will consider the severity of the issue, impact on your stay, and any mitigation provided by the host.
Major Disruptive Events Policy
In rare cases of unforeseeable large-scale events beyond anyone’s control (e.g., natural disasters, government-declared emergencies, severe weather events leading to evacuations or prohibitions, or large-scale utility outages at the destination), this policy may override the standard cancellation rules.
- Eligible bookings may allow penalty-free cancellation with a full refund for guests and no penalties for hosts.
- Common endemic conditions or foreseeable seasonal events are not covered unless they trigger a qualifying disruption.
- This does not cover personal circumstances like illness (we recommend travel insurance for such cases).
How Refunds Are Processed
- Refunds are issued to your original payment method and may take 7–15 business days to appear, depending on your bank or payment provider.
- In some cases, we may offer booking credit for faster rebooking on Heavenly Getaways.
Need Help?
If you have questions about a cancellation, refund, or believe a policy applies to your booking, contact our support team. Provide your booking details for faster assistance.
This policy is subject to change and applies in conjunction with our Terms of Service. We encourage guests to review our cancellation policy and consider travel insurance for additional protection. Heavenly Getaways aims to balance fairness for guests and hosts while fostering memorable getaways.